In all the years I have had this site, I have never done a rant. But, I have never had an experience like I had today. I just have to share it.
Our dryer quit, so we called Sears for service. They sold me on a service contract for $199, and I paid in advance. The service call was scheduled for this morning. The Confirmation Email they sent me promised a call the day prior to confirm arrangements. That did not happen. They also promise another call the day of the appointment to further confirm the arrangement. That did not happen. The tech never did show, so mid morning I called their 888 number and got someone with a foreign accent. He could not explain why the tech did not show, and we never received the promised phone calls. All he could do was reschedule. I would not accept that so he transferred me to Customer Service. 10 minutes on hold and I got to that person. She did speak American english. She explained the tech was sick, and could not answer why no one informed us of that. She said she would try to get another tech and left me on hold another 10 minutes and then we were disconnected. I called back and got another foreign operator, who said the previous rep had left a computer note that no tech could be scheduled.
So I asked to have the appointment cancelled and my money refunded. He left me on hold for another 10 minutes, came back and stated he could only reschedule the appointment. He could not deal with my other issues. By this time I was angry and told him to just cancel the whole thing.
I have since tried to also cancel the service agreement, and there is no obvious, easy way to do that on line. Still working on it.
To make matters even worse, I called another company, and after looking up the model and serial numbers of our dryer, they told me the control board is no longer available and recommended we buy a new dryer as our best option. With the same information, why could Sears not tell me that?
Will I use Sears again? No. I leave the reader to make your own decision about using Sears for appliance repair. Possibly our experience will be some guide…….